24/7 Cloud and Application Support by the Experts
Monitoring and support - we have got you covered
We provide tech-enabled around-the-clock monitoring and support for mission-critical, customer-facing applications.
That means:
- We protect your revenue and reputation 24/7 by ensuring uptime through monitoring and incident resolution
- Your team can focus on what they do best
- You can develop and innovate with confidence
To take a look at your options, see our monitoring and support packages.
How we do it
We monitor every element of your stack, from the cloud layer to the application and any and all 3rd-party integrations and APIs.
We employ skilled full-stack engineers (.NET, PHP and JAVA) across the globe, ready to respond to and resolve incidents 24/7, 365.
Our team is made up of both cloud architects, and application experts, which means we are ready to support a range of platforms including Sitecore, Kentico, Drupal, Umbraco, and AEM on all major cloud providers, from Amazon Web Services (AWS) to Microsoft Azure and Alibaba Cloud.
Plus, our DaaS offering means we’re able to supply DevOps engineers to cover those crucial out-of-hours deployments and any other DevOps-based support.
To top it all off, every one of these support wizards is connected by our bespoke support platform Mission Control.
Why we are different
Our one-of-a-kind full-stack support service is built for today. As applications got more complex and distributed, we got smarter – with Mission Control allowing our engineers to bring every thread into a single bird’s-eye view.
And because we follow the sun with offices across four time zones, the baton never gets dropped. We guarantee any ticket will be picked up by an engineer in the course of their normal working day, which means no more, ‘phone-by-the-bed,’ support.
Get the VIP treatment as an Agency Partner
If you’re an agency, why not join our partner programme to benefit from exclusive perks?
How it works - just get in touch
Our process is simple. Get in touch with us to discuss your needs, agree on what we are supporting and when, then get set up fast.
There are a few options to choose from when it comes to our support services. If you are not quite sure where to start, there are 3 variables you can think about to help refine what you want to go for:
- Do you need your cloud and/or application supported and monitored 24/7 or just out-of-hours?
- Do you just need incident management or do you need to have emergency service requests covered as well?
- What SLA level do you need?
Once we agree on the service, we can get set up. Generally, we advise a couple of weeks for this, but if you have a more urgent request, talk to us and we will do our best to make it work.
There are 3 simple knowledge areas to discuss before we get started:
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Technology - anything from architecture diagrams, CMS overview, 3rd-party integrations, cloud and more. We need to know the ins and outs, so we can provide the best support. -
Monitoring and Access - we will need to devise the best uptime monitoring strategy to pick up incidents quickly, and you'll need to provide us with access to your platforms so that we can jump in when things don't go as planned.
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Communication - we will identify key people for communication and agree on a process that ensures the right people are notified when it matters. You'll also be given a unique support number and email for reporting incidents.
24/7 Support Services
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ONBOARDING
We provide a full onboarding process which allows us to get to know the architecture and application and provide immediate break/fix support.
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DEDICATED SUPPORT LINE NUMBER
Clients are offered a dedicated support number. The phone is answered swiftly, all transcripts are logged, and tickets are registered in our cloud-based customer service portal.
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24/7 cloud and infrastructure support services for AWS, Azure and more
Our cloud support service covers all major providers and cloud technologies. Whether you’re working with AWS Lambda, Azure Functions or Kubernetes, we’ve got you covered.
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24/7 application support services
We support teams building on well-known CMS and DXP platforms as well as entirely custom apps, responding to end-user requests, troubleshooting, and managing incidents to resolution 24/7, 365.
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24/7 DevOps and DaaS support services
We supply qualified DevOps engineers during crucial out-of-hours windows to oversee deployments, respond to end-user issues and provide monitoring 24/7 - we’re the DevOps team with no bedtime.
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REGULAR STATUS REPORTING
We provide regular status reports, so you have up-to date information on outages and resolutions when you arrive in the office the next business day.
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Uptime and monitoring services
We proactively monitor your uptime to make sure you’re always serving customers. Uptime is key in the ‘always-on’ world, and with JAM at your side, downtime comes to mean just chilling out.
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RUNBOOK
Our runbooks are unique for each client, and are used to run a series of checks, communicate issues and follow the right action to resolve any issues.
"JAM's excellent first-line service means no more late-night calls."
Why We’re the Go-to Cloud and Application Support People
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24/7 support is who we are
Whether a brand or an agency, we know how you use your mission-critical apps to deliver. Our support services have been tried and tested at top tables - so whatever the issue, we’ve got you covered.
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The best support SLAs
We offer the best SLAs in the market because we're not just IT people. With a background in the agency world and a great track record supporting mission-critical apps, our SLAs are built for you.
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Seamlessly extending your team
Just After Midnight acts as an extension of your team, meaning less financial outlay, up-skilling, and recruitment. From joint Slack channels to a named team, JAM are truly on your side. We pride ourselves in providing gold-standard client servicing.
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Communication
We use our customised JAM runbooks to run a series of checks, communicate the issue in the manner agreed with you, begin the activation of the required resource and set up the emergency connections as specified.
Got a Question About Our Support Services?
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What is application support?
Application support means supporting everything in the application layer. App support engineers will be au fait with a wide array of languages, experience platforms (such as Kentico or Umbraco) as well other dev-y stuff.
When we provide app support, we make sure your app stays up, performs well and keeps delivering value to your customers.
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What is infrastructure support?
Same deal, but for your cloud. When we take care of your infrastructure, we monitor and triage for any hiccups, ensuring it runs smoothly, cheaply or however you like it.
We also build, review and optimise cloud infrastructure. So if you’re in the market for more than support, check out some of our other cloud services.
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What is full-stack support?
Full-stack support is just the two above services combined. Although, with applications growing increasingly distributed, full-stack often means supporting 3rd-party integrations, too. That’s why Mission Control (our bespoke full-stack solution) is indispensable.
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What is application performance monitoring?
This is really just the eyes-on element of the above services, but when people talk about application performance monitoring, they’re often talking about the metrics and KPIs you use to tell whether an application is running as it should be.
As part of our full-stack support, we monitor applications’ performance.
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What is the difference between cloud support and DevOps?
Cloud/infrastructure support has some crossover with both DevOps and CloudOps. Essentially, if you’re looking to fine-tune your deployments, performance or cloud processes, we’ll be able to help; what you call it is up to you!
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Contact Us
With partners across the USA, Europe and APAC, we provide a truly global service. So wherever you or your clients are based, contact us today to find out what we can do.